One of the big consulting firms that was pushing lots of companies around the world to hire them to help implement big, costly CRM systems has now released a study saying that CRM systems are no good at all for customers. Most people feel that customer service is worse after companies set up such systems. Perhaps that's because most of these systems are focused on "automating" customer service. The last thing an upset customer wants is to be "automated," but to have their problem understood and handled professionally. So, now, does this same consulting firm go out and convince companies that it will help them un-implement their CRM systems?
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